Dana Troyer

Field service technicians and engineers play a critical role in ensuring customer satisfaction and a smooth customer journey and experience. As technology rapidly evolves, however, more demands are being placed on technician’s shoulders. It is no longer sufficient to be a strong diagnostician and repairer of equipment as the suite of service offerings -- remote and on-site – and the technology applications that support resolution and knowledge capture, are increasingly more complex and sophisticated.

Learn how service organization are:

·       Training technician today to ensure their skills remain current and relevant now and in the future

·       How they are capturing, managing and transferring knowledge to the next generation service technician/engineer

·       Focusing on soft-skills training and digital enablement to ensure technician success in the field

Without question, digitalization is changing the frontline technician and engineer role from what it was just a few years ago. How are these evolving roles changing how service organizations hire, onboard and train technicians? What new skill sets are needed? What former imperative skill sets are not as necessary, and why? How should frontline supervisors adapt their management style to these new realities and changes as their role is changing as well?